News and insights from Lorensbergs

It was an amazing experience to attend the IFLA WLIC (World Library and Information Congress) in Dublin last month. Taking place for the 87th time this year, WLIC has long been established as an important meeting for librarians from every corner of the globe. With an interesting and diverse agenda, WLIC attendees have the opportunity to meet thousands of librarians from over 100 countries in the space of a few days. The programme together with a convivial atmosphere makes the sharing of ideas and experiences both exciting and memorable. After a two year delay delegates were excited to be back in person at the conference. The overall theme was ‘Inspire, Engage, Enable, Connect’. The issues being addressed for public libraries were certainly thought provoking. Here are some of our highlights from the sessions we attended. Democracy and Libraries The role of libraries in supporting and preserving democratic society was a key theme. Speaker Ton van Vlimmeren President of EBLIDA (European Bureau of Library, Information and Documentation Associations), described the context as this: for 15 years running there has been less human freedom across the world. According to the Human Freedom Index, 83% are living in jurisdictions that have seen a deterioration in freedom across a range of laws, regulations and other related indicators. WLIC session The Impact of Libraries in a Democratic Society, with slides from EBLIDA and National Library Board, Singapore. The session on The Impact of Libraries in a Democratic Society explored this issue from the perspective of algorithmic based news distribution. Simply put, democracy is compromised by the growth in fake news and propaganda. When so many of us are in danger of living in algorithmic fed information bubbles, libraries play an important role in educating how to break free of them. Fragmented and commercially driven news sources can polarise and divide societies, but libraries can help to regain common ground for informed debate. There were some great examples of how they are equipping their users with the awareness to challenge the echo chambers and filter bubbles that threaten the basis of democratic society. Toronto Public Library’s “Get out of your bubble” series runs events and podcasts to address the issue. National Library Board Singapore discussed how libraries can challenge the confirmation bias bubbles by virtue of their wide information sources and power of curation. Their “Read to the Sure” programme helps educate on how to read widely then go deeper to avoid misinformation and bias. An Updated Manifesto for Public Libraries  Barbara Lison President-elect of IFLA, introduces the updated IFLA UNESCO Manifesto It was interesting reviewing the IFLA UNESCO manifesto in this light. It declares public libraries as “providing access to and enabling the creation and sharing of knowledge of all sorts, including scientific and local knowledge without commercial, technological or legal barriers.” It’s been updated this year to reflect libraries’ contribution to their communities and how they support decision making and participation. It also allows for greater consideration of digital technology and literacy and scientific advancement. These changes and what the manifesto represents led to illuminating discussion at WLIC. It’s already a foundation piece for library advocacy and promotion. We concluded that it reinforces and reflects what libraries do. However, they need to be skilled at interpreting it for their specific circumstances and needs, and generating fresh ideas on how to apply it. Localisation and Libraries A panel session that explored the practicalities of providing services that reflect and meet local needs was the Local Government Session on Localisation and Libraries in the Wake of COVID-19. In contrast to the national and international perspective IFLA often takes, this session explored the local agenda. As Stuart Hamilton, Libraries Development for the Local Government Management Agency in Ireland explained it, localisation is “where the rubber hits the road”, in other words it’s where the policies and strategies are implemented and the impact is felt by the community. Success is dependent on mutual understanding, shared objectives and close ways of working. This very much reflects our 2021 survey findings on successful partnership working in local government. What libraries are able to achieve and the speed at which they can succeed was demonstrated brilliantly in 2020 as services were swiftly adapted for online reach in response to Covid. Many onsite services including computers were also successfully adapted for safer use, and Wi-Fi continued to serve all in its reach beyond library walls. There were examples of how at a national level libraries were promoted as a source of support and assistance during the pandemic. It was concluded that the work of libraries across the globe at this time is further evidence of their extraordinary value and agility to understand and respond to their communities’ needs and that this is increasingly understood by national policy makers. Inspire, Engage, Enable, Connect Overall what struck us most from attending WLIC is this: despite the geographical differences, there is a significant universality between libraries in shared experience and overarching objectives. Time and again the importance of the library’s role in supporting digital inclusion and IT literacy was expressed. This is understandable as librarianship is all about connecting people to information in whatever form it takes. So the ability to access digital equipment carries huge significance when providing services, whether it’s for people seeking new opportunities, those requiring digital skills development, or simply those who without the library are digitally excluded and need access to their email. In this digital age, the importance of the library in helping users access and navigate the online world is inescapable wherever you may be. It’s the case for individual users, for their communities and indeed for democratic society as a whole.

The cost-of-living crisis has been developing at a frightening rate of knots. Over recent months its effects have been felt across almost every part of society. As we all try to tighten our belts, it is of course those that are economically disadvantaged that are feeling it the most. Data poor or digitally low-skilled, they urgently need practical support and options to improve their circumstances. Visiting a local library to get online information, advice and services may be the only way that many will find ways to make ends meet. Libraries have long been the place to go for equity of opportunity and never more so than now. While inflation soars above its highest point in 40 years, they provide computers, broadband and support to access the kind of info that helps budgets stretch that little bit further. The recent briefing note from Libraries Connected contains important statistics that highlight this situation: 47% of libraries provide help using price comparison websites 66% offer help applying for and managing Universal Credit 38% have already introduced new services to help people through the cost of living crisis The crisis means that library services are in greater demand. They are innovating to meet needs but require support and funding to continue to meet this challenge. Evidence and data on their effectiveness is plentiful. It’s something Lorensbergs has continued to provide throughout the pandemic. Our last round of survey results underlined the role libraries play helping jobseekers and those needing help to get online. Late last year while Covid variants were still deterring many from using public services, already a third of libraries were seeing greater numbers of jobseekers and almost a quarter were helping more people with limited digital skills. This month’s Libraries Connected report continues to make the case in support of libraries, and the services and resources they provide to all in need. Of course the argument for libraries goes way beyond the help they provide to individual users. It’s also wider local economies that are massively benefiting from library operations. One stat on this stands out from Libraries Connected – 50% of libraries are seeing increased demand from small businesses for meeting space, Wi-Fi, printing and other essential business amenities. It mirrors findings from our own Libraries and High Streets research which explored how libraries act as economic engines, increasing employment levels, supporting businesses and building optimism for the future of our town centres. It’s interesting to see the kind of help that the British Library and their library-based Business and IP Centre (BIPC) network are offering to business owners at this time. This week’s webinar on How to manage your finances in the cost of living crisis looks at how the economy will impact businesses and their profits this year. It explores what can be controlled to increase their resilience. Up and down the UK, BIPC have expanded through the network of public libraries. The aim is for a total of 110 centres by 2023. This increase in resources for small businesses and entrepreneurs will undoubtedly encourage more start-ups and lead to greater growth. Initiatives like these from libraries, together with a consistency in approach – always a warm welcome, always practical help offered – means public awareness and use is growing. But while we can rely on libraries to make a big difference in how communities manage through this crisis, they in turn need greater support. If they were to bear the brunt of addressing the local government budget hole (£1.7bn according to the Guardian), the critical safety net they provide will be compromised with repercussions for all who rely on them. Libraries are working with their councils to become more joined up and receive more funding by following a Libraries First1 strategy in supporting their citizens. There’s lots of evidence of this in our last survey results which explore how libraries are developing more partnerships with other departments. It’s also something that Sue Wills, Assistant Director for Culture, Libraries and Registration at Surrey Libraries, spoke about during a recent Innovative Interfaces webinar. The escalating cost of living crisis adds further urgency to taking this approach. Sue gave an overview of the information she uses and practical steps she takes to engage other council leaders when new services are being commissioned. Surrey Libraries have been very successful in securing council funding and Sue provides great advice. It involves positioning the library effectively, ensuring its reach and further potential is properly understood, and promoting all that it achieves. When you look at how much of councils’ service delivery depends on a digital by default strategy, it’s no wonder libraries are being valued and utilised for their People’s Network infrastructure and the digital skills they develop. Add to that the current economic crisis and the argument for greater library support rings ever stronger. While we can rely on libraries to make a big difference in how communities manage through this crisis, we can never take their existence and their services for granted. Developing the digital offer in libraries is one of the key opportunities library leaders can pursue when seeking service investment from their councils. After all, with continued support and funding libraries are one of the brightest sources of hope our communities have. [1] Libraries Deliver 206-2021, DCMS https://www.gov.uk/government/publications/libraries-deliver-ambition-for-public-libraries-in-england-2016-to-2021

In this post we explore the importance of printing services provided by public libraries. We look at how much libraries are charging for print outs and the significance of this revenue stream. Wireless print interest has been rocketing in libraries over recent years, so we take a look at this trend. Finally, if you’ve ever wanted to know what people are printing, there’s an interesting overview of document types library customers are choosing to print. Libraries have long been popular places for printing documents. Ever since its launch over 20 years ago, the People’s Network of library computers has offered a reliable way to print. In fact it’s true to say that we’re far away from becoming a paperless society. These days, at least one in five public computer sessions involve printing. So our latest survey findings are hardly surprising – that 100% of public libraries consider it important to allow users to print from PCs, and that over 70% rate it essential. Printing also represents a significant source of revenue for libraries. With funding ruthlessly cut over successive budgets, any revenue streams libraries can generate are incredibly important. Talking to Netloan public libraries, printing is often the first or second largest source they have. Print revenue isn’t something that makes any headlines though. Despite its significance, it doesn’t even register as a distinct revenue source. It’s hidden in the ‘Miscellaneous receipts from the public’ category in the annual CIPFA reports, lumped in with damaged books, badges and carrier bags. As more libraries stop fining for overdue items, print revenue becomes even more significant. What libraries charge for printouts is therefore critical to get right. Too high and it disadvantages those users on lower income, too low and it disadvantages the library.  Print charges Lorensbergs researched just how much libraries are charging for their printouts. Here are the results for both black and white and colour A4 printing and then the same for A3. Full results are also available for download here. Nov 2024: Please note that an update to this print price research is now available here. A4 – Black & WhiteA4 – ColourAverage: 16.4pAverage: 55.7pMost common: 10p and 20pMost common: 50pHighest: 35pHighest: 155pLowest: 5pLowest: 10pA3 – Black & WhiteA3 – ColourAverage: 32.3pAverage: 103.4pMost common: 30pMost common: 100pHighest: 110pHighest: 220pLowest: 10pLowest: 20p It should be noted that a few libraries are not currently charging for printing and so not included in this price summary – more on this below. As you can see from the above data, some libraries charge seven times more for A4 black and white print jobs than others, and in excess of fifteen times more for colour. There are going to be massive differences in the amounts of revenue generated. For library authorities with fewer sites it could make a difference of over £60k over the course of a year. For larger ones, it could be as much as £250k difference. Most libraries have a straightforward price list for printing. Others offer reductions in certain circumstances, e.g. some libraries give a discount to children or for larger print orders, usually starting from between 10 to 30 copies. Just over half advertise A3 printing in addition to A4. Wireless printing Of course, it’s not just PC printing that is supported in the library. Wireless printing has become increasingly commonplace since Lorensbergs launched its Netloan Wi-Fi print software in 2015. It was the first BYOD (Bring Your Own Device) printing system designed specifically for public libraries. The need for customers to print from their own devices led to fast adoption of the new technology.  Above: Our first Netloan Wi-Fi print user at Staffordshire Libraries in 2015 A public library recently told us that nearly 40% of their Wi-Fi use is for printing documents. It’s something which is now widely expected in the library with “Why can’t we?” becoming a common refrain if it’s not supported from phones, laptops and tablets.Such is the demand we’ve continued to develop our Wi-Fi printing capabilities and our relaunched netloan module has been very well received. It’s been developed to simplify and speed up the printing experience so users have more time in the library to enjoy other services once their printing is done. It’s also equally easy to print from home as it is in the library, so it has great potential to raise footfall by attracting more home and hybrid workers, students and others. Making payment As with other library services, equity of access is important, but what happens if you don’t have a bank card and your library isn’t accepting cash payment for your printouts? The pandemic has propelled the move towards cashlessness, mostly for hygiene reasons. It’s a trend that was initially driven by the need to save costs as processing cash can be expensive. Unfortunately there are approximately 1.2 million people in the UK without bank accounts and unable to make payment by card. Unaccompanied schoolchildren are another case in point. Libraries are grappling with the best way to overcome the challenge this presents. From our print research we’ve noted some workarounds that have been in place. Around 5 UK libraries haven’t been charging for printing, usually allowing a maximum print run of 5 or 10 pages. One library is allowing free printing up to a ‘reasonable amount’. Another one is waiving all printing charges for ‘personal use’. Others are allowing free homework printing. It’s yet to be seen if these free printing services will continue or if libraries will reinstate this revenue stream. Self-service printing One of the best ways to maximise existing print revenue is to install self-service payment and release methods. Providing a quick way to pay for print jobs and avoid queuing can increase print volumes by up to 66%. Plus it means staff aren’t burdened with these transactions. Staff time is the most valuable resource within a library service but also the one that costs the most. Self-service helps ensure it’s never frittered away. The availability of kiosk payments is also said to encourage more printing of confidential documents, with users more comfortable to print these when it’s a self-service arrangement. Data protection and privacy are certainly important considerations in libraries’ choices of printing software. It’s something that the library has tight control over with netloan. As well as offering self-service options, libraries can configure how long print jobs are retained to facilitate collection, reprints and no more. Then there’s the cloud processing of print jobs for netloan Wi-Fi print which instantaneously deletes print data once jobs have been processed and sent back to the library for release. No data is kept a minute longer than necessary. Print requirements So what are users printing in the library? It’s a question we asked in a recent customer survey. Here are the results: So there’s a fairly broad range of items being printed in libraries. Usually users are printing their own documents, although they may nip into the library to help out elderly relatives who are less likely to use soft copies of boarding passes or cinema tickets on a phone. The greatest volume of printing though is by jobseekers printing their CVs. It’s yet another way that libraries are helping users to stay in work and progress their careers. In fact, the availability of PC and print services in libraries has become a strategic consideration for local government, as a way of supporting employment rates and economic recovery. Within each library site, print services also support partnership working. Increasingly, libraries have become the customer-facing part of the council, with other services being supported or co-located. A myriad of forms and ID requirements lead to the need to get online and, of course, to print off documents when applying for council services. Libraries also invest in premium database subscriptions, from newspaper archives to genealogy resources. Printing services build on this investment, with users printing off their research findings from sources they would not otherwise be able to access or afford from home. The popularity of printing services in the library continues and it’s been interesting to trace demand extending from library computers to personal devices. At Lorensbergs, we look forward to continuing our support for public libraries, enabling printing that meets user expectations and that staff are proud to provide.

Libraries are leading the charge to improve digital inclusion in their local communities and delivering promising results. A third of libraries are seeing greater numbers of jobseekers visit to use their computers and nearly a quarter are seeing more users with low digital skills. These are some of the key findings from the latest netloan public library survey organised by Lorensbergs, which reports on recent library service recovery and plans for the future. Most libraries are already working closely with their wider councils to improve local digital inclusion, collaborating with Adult and Community Learning, IT, Education and other departments. A significant number of libraries are also beginning or planning new cross-departmental projects to help communities get back on track as part of pandemic recovery efforts. Plans feature Housing, Health, schools and colleges, and other partnerships. It builds on their position of strength to improve user access to digital services, with libraries providing computers, supportive staff and a network of local branches to welcome all who need help. Anna Crilly, Lorensbergs’ Managing Director says “Listening to our netloan library customers, we hear how the People’s Network of public computers continues to be of huge importance to digital inclusion efforts. We’re pleased to report that libraries are continuing to restore services, and where they feel it’s appropriate, removing social distancing measures and so increasing access to this vital resource. “Over 90% of libraries are now providing help with digital skills with more planned, so there’s widespread support available to library users. Planned PC refreshes and the re-introduction of groups and classes are all positive signs users can continue to rely on libraries for help getting online and developing their skills.” In addition to cross-council working, other library initiatives involve partnering with a number of commercial and charitable organisations to extend the library’s reach for offering digital support. Over a third of libraries plan to begin new partnerships with other organisations or businesses. By advancing digital inclusion, these plans help to support local economies while also increasing the vibrancy of town centres through the mutual support provided.The full results of the netloan customer survey results are available to download from here. About Lorensbergs (www.lorensbergs.co.uk) Lorensbergs offers a range of market-leading software solutions with expert advice to match. Our range of intelligent and customisable PC booking and online booking solutions, netloan and connect2, have been designed to streamline booking processes and improve efficiencies in libraries and local authorities, universities and colleges. Lorensbergs offers consultancy services and training, working closely with customers to enhance service provision for library, university and public service users and patrons.

Our annual netloan user groups have been a great success this year. A total of 76 library authorities gathered together across two days of online events to discuss all that’s involved with managing PC and printing services in the library. To a large extent, this concerned technology-based discussions, or ideas on configuration and support for easier access and administration of services. But it also extended beyond these topics, as we explored recovery of library services and footfall after nearly two tough years of the pandemic. Discussion groups on both days of the user groups tackled this theme. It was useful to hear from libraries across the UK as they shared experiences and plans for recovering footfall and getting more users back onto library computers. The ability to get online is increasingly important with more people at ever greater risk of social isolation and economic hardship as the pandemic continues. We heard how there are multiple challenges to returning users to the library while local restrictions and staff shortages persist. But for those libraries finding ways to stage new initiatives and events, results have been encouraging with a good response amongst targeted demographics of users. An extensive list of these initiatives and programmes as compiled from these discussions is available to read here. Regular monitoring and reporting on usage statistics is common in order to track the pace of footfall recovery, as one netloan customer commented:“PC usage is included in the stats that we discuss. It’s important and a big part of the council’s interest in libraries” Overall there is a sense that users need to re-discover the usefulness and enjoyment of visiting their local library. Comprehensive communication plans to inform and promote library services are expected in 2022 to encourage users back more quickly and end perceptions that libraries are not fully operational: “We need to get the message out and remind people that the library is for them. People will need to discover us again and the kind of things that go on in the library. We’re doing all we can to get the community back in and remind them that it’s their space.” One library is exploring the idea of library ‘open days’ to promote services and remind communities of all that’s on offer at the library. Others are considering how they can ‘start again’ involving elements of reinvention: “We need to look at what’s going to attract users back to the library – events, community-based activities and the opportunity to meet up with others…. Libraries are really going to have to reinvent themselves off the back of the pandemic” Looking at what current needs are, it could include the offer of a warm place to come during the day due to rising fuel poverty, providing a warm place for home workers. However, the success of each new initiative needs to be measured in the context of reduced capacity while restrictions on numbers often remain in place: “Any library events or groups that we have introduced have reduced numbers due to distancing guidelines so this impacts on the number of people who can attend.” Meanwhile libraries continue to work and forge partnerships with other council colleagues to coordinate efforts in raising digital literacy levels while raising awareness of library services. With great examples and progress achieved so far in a number of authorities, this way of working is likely to yield good results in increased footfall and uptake of services in the year ahead. Libraries are also finding common goals with outside organisations and drawing on their staff and resources to help run library-based services. Where nationwide organisations are involved, there’s great scope for authorities to share contacts with others in order to duplicate and extend these successes across regions. The above are some of the key thoughts and conclusions from our discussion groups. To read more, including the full list of initiatives underway in the library, please go to the minutes for these sessions as available here. A big thanks to everyone who took part in these discussions and also to those who attended the netloan main sessions or other workshops this time round. It was definitely all time well spent! May we take this opportunity to wish you all a happy Christmas and all the best for the year ahead.

Above: Bolton’s Learning and Employment Fair in September which was organised by the Library’s Digital, Employment and Skills Team – a key example explored in Lorensbergs’ high streets and libraries research. Many of our high streets around the UK are recovering from the economic stresses of the pandemic. But while we’ve lost some familiar high street names over the past 18 months, other important anchors remain, namely our libraries. Lorensbergs has been talking to a number of library authorities and exploring the remarkable role they’re playing in the push to revive our town centres. We are delighted to be circulating our new research this week as we participate in this year’s Libraries Connected seminar with its related theme Libraries: An essential part of local recovery. Libraries have a huge amount to contribute in advancing high street recovery. Their infrastructure, services and networks place them in a unique and useful position. Our findings from Bolton Libraries, Brent Libraries, Fife Libraries, Gloucestershire Libraries, Hertfordshire Libraries and North Somerset Libraries show they’re making a key difference. Working in partnership with other local government departments on combined approaches, they are undertaking exciting new initiatives and are often instrumental in securing regeneration funding. It’s essential to capitalise on all libraries have to offer and ensure they remain central to strategies for urban renewal. They reach a wide demographic of users with an array of programmes offering help and new horizons. All they do is inspired and tailored for those they support. If you’re attending the Libraries Connected conference, you’ll have the opportunity to see an early copy of the research before we publish it here later this week. Sharing ideas and ways of working, we aim to encourage more discussion of all that libraries can achieve. We hope you enjoy reading our research and would like to take this opportunity to thank all the libraries who kindly took part. A copy of the research is now available here.

Through the long dark months of the pandemic, libraries have provided vital services to their communities. Their help and support have been keenly welcomed as strongly evidenced in our recent surveys. We’re continuing to talk to our Netloan library customers to hear their stories and explore how they’re succeeding in improving the wellbeing and future prospects of all within their reach. Their success forms a key plank in local government strategy, as we hear from our customer at North Somerset. Nicki Bobbette is the Librarian for Digital Information and Skills at North Somerset Libraries. She has worked for the library for almost 20 years, and has long experience of using Netloan since it was first installed back in 2006. A recent change in role has given Nicki administrator responsibility for managing PC sessions through the Netloan system, so we got in touch to hear how it was going. Steering a Course through the Pandemic with Netloan Nicki talked to us about how Netloan has helped staff continue providing access to library computers through the pandemic despite the challenges presented. This has been essential with libraries offering a lifeline to the vulnerable when most needed, and enabling all to access information and resources. We talked about the importance of these services, and how libraries are now involved in rebuilding economic prosperity, raising employment levels and regaining optimism in the local community. “Our libraries are a key part of the Council’s community strategy,” says Nicki. “Libraries are at the heart of these plans, not least because of the strength of their physical locations. We’re working with the economic team to help boost local employment and develop jobseeking and IT skills. We’re perfectly placed to deliver these critical support services. “The library is collaborating with a number of organisations including the Department of Work and Pensions, the local college, and the Salvation Army. Customers can make appointments for support services at our branches in Weston, Portishead, Pill, the Healthy Living Centre and Clevedon.” Above: For All Healthy Living Centre Library in Weston-super-Mare Support from Netloan Although many local businesses needed to close during lockdown, North Somerset libraries were able to continue offering services and help to their local communities:  “Libraries had dispensation to continue providing some key services to their customers during lockdown. In addition to the services we moved online, computer sessions and click and collect services were really helpful to all those who needed them. “Netloan has helped us continue to provide computers to the public over this time. It enables the library to control PC access so that we can ensure that each new user has a clean workstation and that everyone has a chance to use one. We’re using the timepads functionality so that after every one-hour session, we have time to clean the equipment and maintain careful hygiene.” Through the pandemic, North Somerset had also been fortunate to keep the availability of their digital skills volunteers. Customers on library computers in need of help can contact them by phone and receive assistance via Zoom. This allows them to continue providing support while keeping staff and users safe and maintaining social distancing. “Libraries are continuing to assist users with new digital and computer skills and upskilling for new jobs, so our public PCs are very important. They are a core part of council initiatives for getting the local economy back on its feet. “With the library’s help, local businesses are able to survive and grow. For those who finish furlough and find themselves out of work, we’re helping them to succeed as new job opportunities arise and are supporting their health and wellbeing along the way. The control and flexibility that Netloan offers for keeping an organised system of access and a clean environment has been essential for being able to offer this support.”   Above: Weston-super-Mare Library Role of Self-Service Bibliotheca kiosks for self-service at North Somerset include Netloan integration, enabling users to pay for printing at the kiosk as well as issue and return books. With users now being able to pay for their print jobs by card, the library’s print revenue has increased. It’s now estimated to represent around 60% of all revenue taken, significantly outweighing late book fines. So with fewer people carrying cash these days, card payments have made it easier for customers to pay for their printing in the library. As well as providing this important revenue, printing is one of the services often in demand by users when they visit the library for time on PCs. “Self-service plays an important role in meeting library objectives, both to free staff time and to empower customers. Paying for printing through the kiosk is going very well. We aim to show customers how to do something in the first instance but then they should be able to help themselves with staff freed up to offer other services. There’s a big focus on being able to stage more events for example. When we cash up the kiosk at the end of the week, a lot of what we’re taking is for printing.” Already rhyme-times have started back up (initially with social distancing until restrictions relax), Summer Reading Challenge one-to-one sessions are taking place, and there are lots of other activities planned as part of this programme. Looking Ahead While covid restrictions have remained in place, PC sessions have been offered for essential use only. Staff look forward to when they can welcome in users for leisure purposes. The library wishes to restart code clubs and gadget clubs too. Their Community Connect Advice sessions are also important to restart as they assist users, mostly over 50’s, with digital skills and signposting to other support services. Soon appointments for IT skills and jobseeking support will be available as drop in sessions. Not needing to book these sessions in advance will mean anyone passing by in need of help can benefit right away. Sharing Approaches and Ideas Libraries are critical to social and economic recovery both in their local communities, and collectively on a nationwide scale. We’re gathering our Netloan customers’ perspectives on how public library services and capabilities are forming a core part of local recovery efforts as we emerge from the pandemic. Talk to your Netloan account manager about how you can share your plans and approaches with the rest of the Netloan community to help boost progress and ideas. We look forward to hearing from you.

Background  Dave Gimson, the Business & IP Centre National Network Manager at the British Library, spoke with us about how libraries are ideally positioned to help local businesses survive the recession and to support new entrepreneurial ideas. We talked about the origins and nationwide growth of the BIPC network and its programme of Reset. Restart events for added support during these difficult times. How did the Business & IP Centre (BIPC) Network begin? The original BIPC began in the British Library in 2006. It pulled together a number of free library services around intellectual property and patent searching, industry information reports, company databases and journals. It took inspiration from the Science Industry and Business Library (SIBL) in New York. The resources are important to startups, existing SMEs and anyone considering setting up a business. People can use the Centre to research their business idea and discuss it with trained staff. With our help, they address the right questions and have help finding the answers. It gives users the skills and information needed to make informed decisions about their businesses. Our staff are business information experts and we work with external partners too. They provide consultancy on business planning, financing and cashflow, sales skills, grants and funding sources. Together we offer programmes of workshops, webinars, one to one sessions, and inspirational talks. How has the BIPC developed and what are your future growth plans? When the last recession began over 10 years ago, the BIPC was available for anyone to visit, but they would have needed to travel to the British Library site at St Pancras to use its services. It’s developed much greater reach since then, expanding to regional centres throughout the UK, and in the last year in particular, developing a programme of webinars that can be accessed from anywhere in the world. The regional centres follow the same model as the original, but with each adapting to meet the needs of the local business landscape and startup scene. This started in Newcastle, where we explored how a regional model would work in a public library setting. It was very well received and we started working with a number of other public libraries. We currently have 13 regional BIPC that are fully operational and aim to establish 20 hubs in total by 2023. The next few are due to be announced in the next couple of months. After that there should be potential to work with yet more public libraries and grow the network even further. Another way we’re growing is through our hub and spoke approach to expansion. Our regional centres are rolling out operations to more sites, either to libraries within their own authority or within neighbouring authorities. So Nottingham City for example is now working with Nottinghamshire Library service to take it to Mansfield, Sutton-in-Ashfield and other locations. This will mean much greater geographical spread outside of the cities. The expansion is aiming for a total of 110 centres by 2023, with both core centres and local reach achieved through the public library network. Funding was secured for this last year from HMT and with DCMS support. Tell us about the Reset. Restart programme The Reset. Restart programme of webinars began in October from the British Library’s BIPC, with regional centres coming on stream with their own programmes in the months following. It’s mainly aimed at existing business owners who need extra support at the moment. We run a series of 10 webinars with our network partners, anyone can access them from anywhere in the country or abroad. Each webinar is followed by smaller group sessions, for example for Q&A follow up. The programme is mirrored in the regional centres but with their own local twist to suit community needs, respond to local enquiries and fill gaps in provision. For example, there’s a lot of demand in Northamptonshire for more digital marketing guidance, so they’re responding to that by expanding further on this topic. Regional attendees to the British Library programme can be signposted to a local Reset. Restart service for more webinars, or for more intensive support including one to one time for individual questions, or local networking. Users can dip in and out of the programme depending on topics of interest, although many attend all. It’s all built around the business model canvas and its different sections as a complete business planning tool. Initially a 6 month programme, Reset. Restart is likely to run for a further 3 months from the British Library and with also many of the regional centres continuing into the summer. It’s been well received, so we’d like to keep it going where possible. How are libraries making the difference to small businesses at this time? During recessions, those who move quickly can bounce back, they move online, develop new services or take different routes to market. There are lots of positive stories of how businesses can adapt and survive. Our Reset. Restart programme can help them weather the storm until the economy improves. We also stop people pursuing less advisable business ideas which can be equally important, saving them time and money. Our data shows that with our help 9 in 10 businesses survive the first three years, a statistic which otherwise averages at only 6 in 10. We’re committed to continuing to support our users on the different stages of their business journeys, whether they have found themselves unemployed and are considering turning a business idea into reality, or for existing business owners. Our services help them to increase their turnover and employ more people, so it has a very beneficial effect. Who have you been helping? We have a really good reach to diverse audiences, to disadvantaged communities and to those who may be under-represented in business. Female entrepreneurs, people from black, Asian or minority ethnic backgrounds, those with disabilities. You can read more about it in our report Democratising Entrepreneurship. Source: Democratising Entrepreneurship, BIPC Network, the British Library We’re inclusive in reaching and encouraging people that might not ordinarily have known how to get support for a new business idea. We develop good relationships with our users, to keep them coming back in while they need our help, to support them through the different stages of launching and growing a business. They can research their prospective market, understand consumer behaviour, and the competitive landscape: we can provide the information and help them find the best way forward. For our Reset. Restart programme specifically, we ‘re on track to have reached over 2500 individual users by the end of March, each of who tend to join 2, 3 or more events of the central programme before participating in some local events too. Why are public libraries essential to achieving your aims? People don’t always make the connection between libraries and business support – they’re not aware of the range of services and help on offer. But as an accessible safe space, in the heart of communities, offering impartial, non-judgmental advice, it makes perfect sense for libraries to offer these services to businesses, just as they provide literacy or jobseeking support to individuals. And with the library network and infrastructure already in place across the UK, it has the vital scalability needed to make the big difference. Each local authority has an established library presence with sites throughout their geographic area. All you need to do is come forward and access the services which are mostly free or very low cost, with experts in place to direct users to the information needed. We’re working to increase awareness of all they do to help small businesses and entrepreneurs. There is a focus at the moment across Government in levelling up and community investment, as announced recently in the Chancellor’s Budget. It’s where public libraries have a real strength, reaching communities in areas of social deprivation across the country. Fortunately, their importance to economic growth was recognised last year when we secured Government funding for the BIPC expansion plan. So we have Government backing through the Treasury and our sponsors at DCMS. It shows a vote of confidence in libraries’ capacity to support aspiring entrepreneurs and existing business owners at whatever stage of their journey. What’s important for you in the coming months? In the last year, all services had to roll out online, as we had to pivot quickly to keep the service running and support our community of users who really needed us at that time. Now we’re looking forward to reopening our doors when it’s safe to do so. Starting a new business can sometimes be a rather lonely experience, working from a kitchen table it can be quite isolating, especially for those that are used to working in full time employment with teams of other people.  So the physical space we offer in the library and the networks are important. Users can come in and sit beside other people having similar experiences and challenges. They can learn from each other and make connections that will help with their own businesses. This could be achieved online but it’s not as effective as being able to physically meet people. We’re all missing being able to do this in all aspects of life at the moment, and craving that human contact again. Staff are on hand to help too, so users can come in and use a computer to search our databases, and staff can help them find the stats or other information they need. Our subscription databases are constantly being updated, so users always get the latest information along with expert advice from our staff. It’s the perfect combination. With thanks to Dave Gimson from the British Library for talking to us about the origins and growth of the BIPC network. Further information on the BIPC network’s Reset. Restart programme is available here.

Libraries have a long track record of providing support during economic crises. In times of hardship, they offer invaluable resources and advice to many in need. Now with a severe recession to weather and overcome, the library’s role is more important than ever. In our latest public library survey results, its part in getting the economy back on its feet was strongly evident. Firstly, there’s the People’s Network of library PCs, essential to jobseekers and for digital skills development, which the majority of library authorities when possible have continued to provide through the pandemic. Then for dedicated business support, there’s the BIPC (Business & Intellectual Property Centres) network located in a number of libraries across the UK. As a British Library initiative, the BIPC programme supports small business owners, start-ups, entrepreneurs and inventors with an array of online subscription resources, events, training and networking. It helps new businesses get started and existing ones to survive and grow. Lorensbergs caught up with Ruth Hawley, Senior Library Officer at Nottingham City Libraries, who runs the central library’s BIPC and also provides employability support. We discussed the services provided, the kinds of help that businesses need, and plans for the future. What’s been the library’s role supporting businesses and jobseekers since the pandemic began? The last year has seen a lot of businesses needing to reinvent themselves to remain viable. Business customers have contacted the BIPC for advice on how to change their business models and start operating online, how to set up websites and use social media. Others have identified new business opportunities after losing their jobs and need IP (Intellectual Property) guidance. So many people have had to take a fresh look at their business plans, to navigate finance options and furlough. Not everyone automatically thinks of libraries in providing this kind of help, but it’s a service the BIPC has provided for many years. Awareness is growing and we expect this to continue in the months to come. When unemployment goes up you often see library memberships rise and borrowing of job search books and other nonfiction titles increases. Of course, this time round it’s included a lot of ebook use, for example, titles on interview techniques are proving popular. PC sessions rise in demand as more are looking for work who don’t have internet access at home. And more help is needed as people realise they need to get to grips with the digital world to be able to get on. We expect demand for computer time and advice to really increase when our libraries properly reopen. In my role supporting employability, I organise Work Club sessions to help clients develop their interview skills. For some it’s a long time since they’ve had an interview and they don’t know where to start. People turn to the library for help and advice. We’re here to support jobseekers with upskilling. People need to learn how to use PCs and devices, or how to join zoom calls for job interviews. What’s it been like offering business support over the last year? At the beginning of the pandemic, the British Library quickly gathered information to assess how best to help businesses at this time. It identified some key areas including advice needed for business grants and the furlough scheme. It was a great start in guiding regional BIPC efforts to support their local economies. As well as providing support directly, we’ve drawn on the help of a number of partners and a strong local network to get clients to the best advice quickly. Partners include D2N2 Growth Hub, local universities, Chamber of Commerce, Federation of Small Businesses, the Princes Trust, DWP and local job centres, Futures (part of National Careers Service), and also Nottingham Council’s own Economic Recovery Unit. So we offer very joined up business support. It’s especially important in recent times, as we’re all needing to manage with fewer resources. And of course, we’ve needed to re-imagine how to deliver our services to ensure we all remain safe. We’ve had to move a lot of them online, both face-to-face advice and our workshops. It’s not been easy with staff remote working too, but it’s vital we’ve been able to continue offering support. What kind of people use your services? People starting new business ventures or needing to rethink their existing concerns. Some have been made redundant, others are taking the opportunity to turn hobbies or side interests into viable businesses. They often need IP advice, to see if their idea or brand name is original, check for and register trademarks, and protect their own IP. For example, one customer wanted to protect her greeting card designs from being copied after moving her sales online. What’s the role of library computers at the BIPC? The People’s Network computers controlled by Netloan in the BIPC offer access to subscription databases. They cover company data, industry reports, and IP information.   We give support, helping users search the databases while offering direct advice. It’s easier to do this face to face at the computer but with our libraries currently closed due to lockdown, we’re sending out reports to those that need them. For example, if someone is considering starting or expanding a coffee shop business, we’ll generate a report on coffee shops in the UK. There are challenges with at least half our PCs switched off in our libraries at present for safe distancing. Some library sites are easier to adapt than others. More modern library buildings tend to be more flexible in use of space. Fortunately, some suppliers have enabled us to provide temporary logins for users to access the subscription resources remotely for now. Why are your services so important at this time? We see libraries as economic enablers. They support people in becoming financially independent. The resources they provide, with the added support and neutrality – it makes them unique in what they offer to those in need. It encourages people to use them when they might not be confident in trying elsewhere. With some highly deprived areas of the city, this is so important, for reaching people, for creating aspirations and making things happen. What are your plans for the future? Right now we’re launching the Reset. Restart program which provides 6 months of free webinars and one-to-one support. It’s designed to transform, future-proof and grow businesses through the pandemic and beyond. We look forward to the day when our central library re-opens in a new building (plans were afoot before the Covid interruption!). We can resume face to face services and customers can come in to carry out their own research. We are also excited about the expansion of the BIPC network, with plans for city centre services to be rolled out to branch libraries and for more satellite regional sites to open throughout the UK. With thanks to Ruth Hawley, Nottingham City Libraries, for sharing insights to how libraries support local businesses. Further information on Nottingham’s local Reset. Restart programme is available here. Next time we find out more about the origins of the BIPC network and its plans for growth, from Dave Gimson, Business & IP Centre National Network Manager at the British Library. Watch this space!!